Helpdesk Manager

Job no: 494957
Work type: Regular
Location: Los Angeles
Categories: Information Technology, Hourly

Title: ITS Helpdesk Manager

Department: Information Technology Services

Duration: Indefinite

Employment Status: Non-Exempt, Full Time, 40 hours per week

Reporting to the Director, User Experience, the ITS Help Desk Manager will manage the College’s classrooms and computing environment, in collaboration with the User Experience team.
The Helpdesk Manager anchors the front line of IT support at the College, overseeing a unified IT service desk that welcomes, listens, and responds to the technology needs of the campus community. The Helpdesk Manager oversees day-to-day operations of the service desk and leads a team of broadly-trained student workers who provide customer service for Level 0 and Level 1 incident response in person, by phone, and via the ticketing system.

The service desk conducts initial troubleshooting of computers, AV systems, wifi and network connectivity, and software applications. The service desk also performs routine onboarding and offboarding tasks, manages technology equipment checkout, and conducts routine classroom technology checks.
The Helpdesk Manager acts as both steward and conductor of the front-line environment: ensuring consistent coverage, supporting student staff, coordinating escalations, and cultivating a service experience that is calm, attentive, and professionally grounded. The Helpdesk Manager serves as the first responder of the User Experience team and collaborates closely with Level 2 professional staff for escalations, training, and workflow improvement. Additionally, the Manager will oversee service management, documentation, and operational effectiveness of the service desk.

• 40%
  - Frontline Operations & Service Desk Leadership
  :
  Oversee daily operations of the unified AV and Helpdesk Service, ensuring effective daily operations and consistent first-level support across all ITS units. Maintain accountability for intake, triage, diagnosis, resolution, and escalation of client issues involving computer software, hardware, AV systems, and networking. Develop, implement, and maintain the technical support processes and procedures of the unified service desk to ensure efficient, reliable, and customer focused service delivery.
  
  Evaluate and recommend helpdesk tools and ITSM feature enhancements to support service desk operations and improvements.
  
  - (Essential)
• 40%
  - Student Workforce Leadership & Development
  :
  Recruit, hire, train, schedule, and supervise a merged team of cross-trained student workers in computing and AV support for the effective staffing of the unified ITS Service Desk. Specifically, ensure the provision of professional, accurate, timely and complete resolution of customer AV and computer problems and inquiries (calls) by working with the student worker team. Design and deliver a training program for student workers that emphases the development of customer service and technical skills, including canned responses and scripts.
  
  Maintain reliable student coverage for walk-up triage, incident intake classroom tech first response, equipment check out, and student-supported events needs.
  
  - (Essential)
• 10%
  - Operational Effectiveness and Continuous Improvement
  :
  Ensures tickets across the entire ITS Service Desk are accounted for and maintains relevant metrics and dashboards to uphold Service Level Agreements (SLAs) and customer satisfaction. Creates and publishes self-help and internal helpdesk materials and documentation. Provides feedback on recurring problems as a means of improving customer service. Designs and implements reports to measure performance of IT Service Desk staff as required.
  
  - (Essential)
• 10%
  - Education & Outreach for ITS
  :
  Lead user education and orientation sessions. Collaborate with the Director of User Experience on ITS Project Intake and Evaluation procedures, working across constituencies. Develops and maintains accurate and standard procedures for on and off-boarding of staff. Ensures self-help content for new students, new faculty, and alumni are accurate and well-distributed.
  
  - (Essential)

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